Open AccessClient-oriented approach in assessing quality of transport services for private clients
Author(s) -
О.А. Yusupova
Publication year - 2022
Publication title -
omskij naučnyj vestnik. seriâ "obŝestvo. istoriâ. sovremennostʹ"
Language(s) - English
Resource type - Journals
eISSN - 2541-7983
pISSN - 2542-0488
DOI - 10.25206/2542-0488-2022-7-1-132-137
Subject(s) - quality (philosophy) , strengths and weaknesses , perspective (graphical) , work (physics) , service quality , service (business) , business , process management , transport engineering , computer science , marketing , engineering , psychology , mechanical engineering , philosophy , epistemology , artificial intelligence , social psychology
The article examines the problem of the quality of service for private clients in the transportation of groupage cargo. The research is conducted from the perspective of a private client-oriented approach. The author proposes an assessment technique. It is based on a system of quality criteria. They are formed taking into account the specifics of the work of the transport company with individual consignors. The technique has been tested on the example of the Russian Railways-Express service of the Russian Railways JSC. Based on the results of the study, the strengths and weaknesses of transport services to customers are identified, recommendations are formulated to improve its quality.